Experience Inc. Jobs

Position Summary...

What you'll do...

The Senior Manager of Workforce Management will play a critical role in managing and optimizing workforce planning and execution for our Marketplace Seller Support center. This role involves overseeing forecasting, scheduling, real-time management, and reporting to ensure that service levels, productivity, and seller satisfaction targets are met. The ideal candidate will have a strong background in WFM and RTM, a deep understanding of contact center operations, and the ability to lead a team to achieve operational excellence.

What you'll do...

Workforce Planning and Forecasting:

• Develop and manage accurate short-term and long-term contact volume forecasts and staffing models to meet service level objectives.

• Analyze historical data and market trends to forecast demand and adjust staffing levels accordingly.

• Collaborate with Finance and Operations to align workforce plans with budgetary goals.

Scheduling and Real-Time Management:

• Oversee the creation of efficient work schedules that balance operational needs with employee preferences and compliance requirements.

• Monitor real-time adherence and intraday performance, making adjustments to maximize efficiency and maintain service levels.

• Lead the implementation of tools and processes for real-time tracking and adjustments.

Team Leadership and Development:

• Lead, mentor, and develop a team of Workforce Management Analysts, ensuring they have the skills and tools needed to succeed.

• Foster a culture of continuous improvement, encouraging the team to identify and implement process enhancements.

• Provide regular coaching and performance feedback to team members.

Performance Reporting and Analysis:

• Develop and deliver regular reports on workforce metrics, including adherence, occupancy, shrinkage, and service level performance.

• Analyze data to identify trends, opportunities, and risks, providing actionable insights to senior leadership.

• Partner with QA and Operations teams to understand and address factors impacting performance.

Technology and Tools Optimization:

• Manage and optimize WFM software and tools, ensuring they meet the evolving needs of the contact center.

• Partner with IT and vendors to resolve technical issues and implement system enhancements.

• Stay informed about industry best practices and emerging technologies to keep Walmart Seller Support at the forefront of workforce management.

Collaboration and Communication:

• Work closely with Contact Center Leadership, Operations, HR, and other key stakeholders to ensure alignment on goals and strategies.

• Participate in cross-functional projects and initiatives aimed at improving overall contact center performance.

• Communicate WFM strategies and updates effectively to all levels of the organization.

You'll sweep us off our feet if you have...

• Bachelor's degree in Business, Operations Management, or related field; Master's degree preferred.

• 7+ years of experience in Workforce Management within a contact center environment, with at least 3 years in a leadership role.

• Proven track record in forecasting, scheduling, and real-time management for a high-volume contact center.

• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.

• Proficiency in Workforce Management software (e.g., NICE, Verint, Aspect) and advanced Excel skills.

• Excellent leadership and team management skills, with a focus on coaching and development.

• Strong communication and interpersonal skills, with the ability to work collaboratively across teams.

• Ability to manage multiple priorities in a fast-paced, dynamic environment.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.

Benefits & Perks:

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.

Equal Opportunity Employer

Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.

Who We Are

Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world's most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you'll be empowered and equipped to do the best work of your life. careers.walmart.com

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

‎

‎

‎

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

‎

For information about PTO, see https://one.walmart.com/notices .

‎

‎

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

‎

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

‎

For information about benefits and eligibility, see One.Walmart .

‎

The annual salary range for this position is $117,000.00-$234,000.00

‎

Additional compensation includes annual or quarterly performance bonuses.

‎

Additional compensation for certain positions may also include:

‎

‎

• Stock

‎

‎

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: Bachelor's degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 4 years' experience in data management, business analytics, statistics, or related area OR 6 years' experience in data analysis, statistics, computer science, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Masters: Analytics, Masters: Computer Science

Project Management - Project Management Professional - Certification, Six Sigma Black Belt - Certification, Six Sigma Green Belt - Certification

Primary Location...

850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America

Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.